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Service Director

Service Director

ConfidentialVilla Park, IL, United States
2 days ago
Job type
  • Full-time
Job description

Primary Function :

  • Has overall responsibility for the strategic leadership and operational excellence of the service department.
  • Builds scalable infrastructure, implements efficient processes, and fosters a culture of continuous improvement to support long-term customer relationships and business growth.
  • Ensures the delivery of high-quality post-sale support through effective service request management, field service coordination, and customer satisfaction initiatives.

Primary Responsibilities :

Strategic Service Leadership

  • Defines and execute a long-term vision for the service organization that aligns with company goals and customer expectations.
  • Leads initiatives to improve service delivery, reduce equipment downtime, and enhance customer experience.
  • Establish and monitor service performance metrics, driving accountability and operational excellence.

    • Service Operations Management

  • Oversees the full lifecycle of service requests, ensuring timely, accurate, and professional resolution.
  • Directs field service teams and technical support staff, optimizing scheduling, resource allocation, and responsiveness.
  • Ensures compliance with warranty policies, service agreements, and industry regulations.

    • Customer Experience & Satisfaction

  • Champions a customer-centric approach across all service functions.
  • Implements feedback mechanisms, satisfaction surveys, and follow-up protocols to measure and improve service quality.
  • Serves as a senior escalation point for complex service issues and high-value customer relationships.

    • Secondary Responsibilities :

    Process & Infrastructure Development

  • Designs and implements scalable service processes, workflows, and systems to support growth and efficiency.
  • Builds infrastructure where gaps exist, creating structure in areas of ambiguity and evolving needs.
  • Leads digital transformation efforts within the service department, including CRM and service management platforms.

    • Team Development & Leadership

  • Recruits, trains, and mentors a high-performing service team, fostering technical expertise and leadership capabilities.
  • Conducts performance evaluations, succession planning, and professional development initiatives.

    • Reporting & Analytics

  • Delivers executive-level reporting on service performance, customer satisfaction, and operational trends.
  • Uses data-driven insights to inform strategic decisions and continuous improvement efforts.

    • Cross-Functional Collaboration

  • Partners with engineering, sales, and product teams to ensure service readiness for new product launches and customer feedback integration.
  • Represents the service function in leadership meetings and strategic planning sessions.

    • Position Requirements :

    Education & Experience

  • Bachelor’s degree in Engineering, Business Administration, or related field desired.
  • Minimum 10 years of experience in service operations, with at least 5 years in a senior leadership role within an OEM manufacturing or industrial environment as a Service Manager.
  • Proven experience managing technical service teams and developing service infrastructure.

    • Skills & Competencies

  • Strategic thinker with strong operational execution capabilities.
  • Exceptional leadership, communication, and interpersonal skills.
  • Proficiency in CRM, ERP, and service management platforms.
  • Strong analytical skills and ability to interpret complex data sets.
  • Deep understanding of machinery, industrial equipment, or technical service environments.

    • Other Requirements

  • Ability to travel to customer sites, manufacturing facilities, and industry events as needed.
  • Comfortable working in fast-paced, evolving environments and creating structure where ambiguity exists.
  • Demonstrated resilience and adaptability in navigating change and leading through uncertainty.
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    Service Director • Villa Park, IL, United States